POL00039785
POL00039785
ANNEX D
Brainstorm of Gaps
© notstarted from the competence we want
*. Horizon isn’t delivering what they said we would
¢ We don’t have a cash account that balances
¢ Steady state - assistant training
¢ Don’t know the number of front line personnel to be trained
™ casual staff
W relief subpostmasters
© Quality of training
¢ Duplication of work within the business
Issues not resolved
m final C/A NR21
™ no CSF for live trial
™ no training evaluation for live trial
¢ Can't change training for live trial
e+ Post training support - inadequate
¢ Quantity of training time
* Millions on system - nothing on users
¢ Very flexible training
¢ Outcome of treasury review
e Training is supplier driven
¢ Cost driven without assessing the consequences
Beat rate - post training - picking up those users who do not attend training
or fail
H:\data\ team\ kathryn\ke174.doc
POL00039785
POL00039785
¢ Training not focused on delivery competency but incompetency
¢ Segmented set of solutions
¢ Network to learn from - not learning from RIC ete.
¢ Encourage Subpostmaster networking
¢ Horizon working on the side line
¢ Noerrors - this is not going to happen
¢ Speed of decision making - ‘Bottle’
¢ What's connection between training and post support (sharing
competencies, info etc.)
H:\data\team\kathryn\kc174.doc